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Customer Care Specialist – Full Time – Mississauga


This is a Full-time position in Ottawa, ON posted May 9, 2021.

Improve lives.

Love your job.

Grow your career.

At LifeLabs, we are focused on our vision of building a healthier Canada We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year.

Caring, Agile, Customer Driven, One Team
– We live our values every day in what we do to help our patients and healthcare providers.

With over 5,700 employees, we all make a difference and that’s why our people are so important to us.

This is an exciting time to grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.

Overview: This position serves as the initial customer contact for telephone calls to LifeLabs.

The Customer Care Specialist screens the call, to understand the nature of the inquiry and satisfactorily resolve the request.

This involves interacting with the appropriate applications and resources to source information required.

Information provided must be accurate and in keeping with policy and procedures.

This position will also assist the Management Team in providing training and coaching to new and existing Customer Care Associates in addition to their ongoing role of providing both inbound and outbound call service to our clients.

This is a Full Time position based in Mississauga, Ontario.

Shifts will be from Monday to Friday, from 1:00 p.m.

to 9:00 p.m.

with weekend rotation on Saturday or Sunday.

Result Communication and Patient Recall This position is within the Result Communication functional team of the CCC Support Department.

Duties include handling 1st level escalations and priority requests and audits, training and coaching.

Participates in team huddles and functional report out and in creating department schedules.

Duties also include regular Result Communication and Patient Recall duties.

Knowledge of the SOP and understanding of clients special instructions is necessary.

Excellent communication and agility to handle priorities as is required is required.

Result Communication involves communicating result assigned a call priority to our clients including those reports that require client notification as per the SOP coupled with client requirements.

Patent Recall involves contacting the customer or HCP to notify them to return so that the tests ordered can be completed according to the SOP.

Accountabilities: Providing efficient and effective customer service to our clients and customer.

Our clients and customers include physicians, patients, Long Term Care Facilities, hospitals and LifeLabs operations across the province.

Using multiple applications such as IntRlab, CARES, eWave, Word.

Responds to inquiries using the appropriate application and resources; escalating calls to designated resources where required.

Answers, identifies, assesses and responds to Inbound call inquiries and/or makes Outbound calls as part of the Call Reporting process to LifeLabs clients Routing of relevant information to other departments and locations as appropriate via Action Request or e-Track systems Knowledge of LifeLabs Lab Operations Participate in training and development to maintain performance expectations Handle job duties in their appropriate priority with accuracy and efficiency Information obtained or provided whether verbally or in writing must be accurate and in keeping with policy and procedures Adherence to departmental and LifeLabs’ policies, practices and procedures Provide hands on coaching for the Associates in call handling, use of computer applications and CCC Standard Operating Procedures (SOP’s) Perform call monitoring and score calls in accordance with the CCC Call Excellence Guidelines Review Action Request to ensure appropriate use and clarity of documentation Monitor Call Activity Reports to ensure call escalation and documentation is in keeping with Result Reporting procedures Participate in the delivery of training to new Associates Keep up to date with information shared through different modes of communication (email memo’s, policies, (SOP’s) Standard Operating Procedures and meetings) Qualifications : Demonstrated track record of excellent attendance and punctuality Strong customer service orientation Responding to customer inquiries promptly and accurately with a high level of professionalism Commitment to delivering and continuously improving excellence in customer service Positive and professional attitude under pressure Ability to respond to adverse situations e.g.

irate customers, high call volumes with sensitivity and tact Ability to make sound judgment calls Assist with first level escalated calls Flexible to work designated days, evenings and weekends Ability to work in a fast-paced environment with changing priorities Must be comfortable with PC based technology, keyboarding and navigating through the applications required to source information Medical terminology an asset Desire to meet and exceed pre-defined performance goals Apply Now LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA
– Accessibility for Ontarians with Disabilities Act.

Please indicate in your application any accommodations you will require throughout the recruitment process.

Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at (416) 675-4530.

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